Last week in London I was very disappointed with the hotel I was staying in. So when I logged onto to wifi and it automatically sent me to their Facebook page I posted a passive aggressive whine: “Don’t stay here”.
It wasn’t big, it wasn’t clever, but I wasn’t happy, so I posted and then thought nothing of it. Until I got a response from the social media team on Facebook – and it was a great response: it was timely, acknowledged my complaint, didn’t try to argue with me and opened things up for a conversation.
So I replied, we chatted and now, even though I still didn’t enjoy my stay, I’m happier about the whole situation and I’m not going to mention the name of the hotel here.
So well done social media team. You just need to make the hotel staff do their job as well.